Service Delivery Manager

Are you the strategic partner our customers can truly depend on?

Full-time · Oakville (Toronto)

As our first Service Delivery Manager in North America, you will take ownership of the customer relationship and after-sales support for our American live customers using our industry-leading Software as a Service (SaaS) product: S3 Passenger. You will work with the leading inventory and reservation system on the market for rail/bus operators. Do you believe you can manage complex, high-value contracts, hold us to our service level agreements, and at the same time roll up your sleeves to help solve customer incidents day-to-day? Then, this role might be for you!

This is a unique hybrid role: you will spend roughly 50% of your time as a Service Delivery Manager — owning governance, KPIs and the (operational) customer relationship — and roughly 50% of your time as a Business Application Specialist, working alongside our America Customer Centric Team (CCT) to analyze incidents, requests and questions, and to deliver timely solutions. Because we are a small but growing team in North America, this combination is exactly what we need.

In short: you will be the bridge between our customers and our internal teams — and the one our customers can truly depend on!

On the Service Delivery side:

• You will lead the management of complex, high-value contracts and ensure our services consistently meet and exceed contractual KPIs and agreed-upon standards.

• You will collaborate with our customers to facilitate governance, proactively resolve issues, and drive continuous improvement initiatives. Your leadership will be vital in navigating the growth of service revenues while ensuring our solutions evolve to meet the dynamic needs of our North American partners.

• On the Business Application side, you will be a hands-on first point of contact for incidents, questions and any other urgencies.
  Your strong analytical skills will allow you to promptly analyze our customers' incidents, requests and questions, and offer timely solutions.

• You will know S3 Passenger inside-out and you keep abreast with all our American customers' business processes and needs. By using the available tooling and through direct contact with the development teams, you will not stop until you have come to a complete solution for our customer. When new developments are required, you know how to collect the necessary information and partner up with our Business Consultants so that our development teams can develop a suitable solution.

• Your office will be in Oakville where you will spend valuable time discussing client challenges and solutions with your peers. For those days that require dedicated focus, there is plenty of flexibility to work from home, in a hybrid set-up.

• We have a global client base, ranging from North America to a strong client base in Europe. With a global go-to-market strategy we are continuously growing and expanding our footprint to Asia Pacific and Middle East.

We are looking for someone who:

• Takes full ownership of customer relationships during the operational phase, and act as the spokesperson for one or more customers on the operational side;

• Draft, monitor and report on SLAs and KPIs, and continuously improve service operations based on data;

• Facilitate governance with our customers, including regular service reviews with C-level stakeholders;

• Quickly and adequately answer functional and technical issues, incidents, service requests and questions from our customers;

• Stay up to date on the changes and improvements of our software, to be able to help the customer as adequately as possible;

• Partner-up with internal stakeholders, including Business Consultants, Customer Success and the development teams, to revert timely to customers;

• Share knowledge with fellow Business Application Specialists and Service Delivery Managers through documentation and meetings;

• Transition customers from project to run phase, and coach more junior staff on supporting customers as the team grows.

About you:

• You have a completed bachelor's degree in Business, Management, IT or a related field;

• You have 3 to 5 years of experience in a role managing customer relationships and operations in a service delivery context;

• Experience in SaaS/Product space, ideally in cloud, microservice, multi-tier and API-first environments;

• You have experience drafting and monitoring SLA agreements, and improving service operations based on KPIs and other data;

• You have affinity with project management principles, support governance and service implementation;

• Comfortable with troubleshooting tooling such as NewRelic (or similar), Postman (or similar), Slack, Jira and Confluence;

• Able to perform basic environment changes, e.g. restarting an instance, is a plus;

• Excellent verbal and written communication skills in English/French (and ideally in Spanish);

• You are a collaborator that dares to challenge colleagues and customers;

• Enjoys and performs under pressure, with strong analytical skills;

• Proactive, patient and customer-oriented attitude;

• Strong dose of inquisitiveness and curiosity.

What can you expect from Sqills?

• An enthusiastic, young, diverse and agile group of ~250 colleagues;

• A low sense of hierarchy, this comes with a lot of responsibility!

• An open yet challenging environment of ambitious professionals with different backgrounds;

• The chance to shape a brand-new role and help grow our North American team;

• Inspiring and fun outings with the entire company with colleagues from our other offices in Turkey and France and our hubs in Spain, Portugal and Canada.

Curious?

Applications are only accepted from Canadian or U.S. citizens, or from individuals who already have a valid residence and work permit for one of these countries.